Hospitality Service Industries Research Articles

환대서비스 종사원의 ESG 경영인식이 고객지향성, 진정성, 경영성과 간의 구조적 관계

Purpose - This study aims to use it as an opportunity to examine ESG management as well as identify the structural relationship between customer orientation, sincerity, and management performance among hospitality service employee ESG management awareness. Design/Methodology/Approach - To achieve the research purpose, theoretical and empirical research were conducted in parallel. The empirical study was conducted through a survey targeting employees working at hotels, family restaurants, coffee shops, and fast food restaurants, and the results were presented. Findings - A hypothesis was established, and as a result of hypothesis testing, a significant relationship was formed between ESG management awareness and customer-oriented behavior. The relationship between ESG management awareness and sincerity formed a significant relationship, and the relationship between customer orientation and management performance formed a significant relationship. A significant relationship was also formed between authenticity and management performance. Research Implications - Since the hospitality service industry is based on human resources, the role of employees as the foundation is important because it goes beyond customer satisfaction and creates customer return visits. Therefore, changes in job performance, including changes in the roles and abilities of employees, are important. There must be changes in the systems and environmental characteristics inside and outside the company. Moreover, it is believed that the high performance that employees are responsible for and the corporate environment have a significant relationship with management performance, and further influence each individual to take initiative in innovative behavior.

The effects of innovation strategies on business sustainability of SMEs in hospitality service industry in Nairobi County beyond COVID-19 pandemic

This study investigated the impact of innovation strategies on the business sustainability of small and micro enterprises (SMEs) in the hospitality service industry in Nairobi County, particularly in the aftermath of COVID-19. Recognising the importance of innovation in navigating uncertainties, the research aimed to analyse how innovative approaches influenced the sustainability of SMEs in the hospitality sector beyond the pandemic. The study focused on registered SMEs in Nairobi's CBD, employing a descriptive research design. From a total population of 2490 SMEs, a sample of 249 was selected using stratified sampling. Self-structured questionnaires were utilised for data collection and the regression method was employed for analysis. Results of the regression model on Innovative approaches not only assisted businesses in adapting to post-COVID-19 challenges but also contributed to improved service quality and operational resilience. The study's implications extend to SMEs in similar industries, offering practical insights for fostering innovation as a key driver for sustained success. The study recommends that the CBD should improve in process, product & market innovation by creating uniqueness and innovative ideas that will attract customer to the SME`s for the hospitality business in Nairobi. According to the study, the SME`s should also invest in marketing technology that is not costly like social media marketing to brand their products for both local and international market.

Addressing Fear of Negative Consequences of Overdose Response: A Qualitative Study of the Perceptions of Service Industry Workers Who Encounter an Opioid Overdose in an Urban Commercial District in Atlanta, Georgia.

The increased contamination of illicit drugs with fentanyl in the United States drug market has contributed to escalating mortality from drug overdose. Leisure and hospitality service industry workers are encountering opioid-triggered overdoses in their workplaces, such as restaurants and bars. Consequently, this increases the need for overdose education and naloxone distribution (OEND) training, which has been limited. We aimed to describe the experiences among service industry workers encountering an overdose in their workplace. We conducted in-depth qualitative interviews with service industry workers in Little Five Points (L5P), Atlanta, between October 2019 and April 2020 and triangulated methods with participant observations and fieldwork. Purposive criterion sampling methods were applied to recruit from different establishments in the L5P commercial district, which comprised restaurants, bars, retail shops, and theaters. After an initial seed sample was identified by engaging key stakeholders during fieldwork (business owners, managers, and the business association), a snowball sample followed for a final sample of N = 15. To contextualize the local population of harm reduction workers, people who use drugs and/or obtain safer drug consumption supplies in L5P (sterile syringes, safer using kits, naloxone), and service industry workers and their customers in L5P, the first author volunteered with an Atlanta syringe services program from October 2019 to April 2020. The first author conducted participant observations during the syringe exchange program and field notes were taken during observation (44 hours). This engagement ensured a rich, thick description. We used a pragmatic approach to thematic data analysis for this study. Data were analyzed iteratively and inductively from interviews and observations. Two independent researchers reviewed transcripts to identify passages in the data related to the question of interest. The passages were contextualized within the full data set independently to understand the relationships in developing a theory of what was commonly occurring across participants' experiences, and these relationships led to emerging salient themes regarding encountering an opioid overdose at work. One salient theme related to overdose response emerged with the service industry workers included fear of negative consequences of overdose response, specifically, fear of disease transmission from artifacts of drug use and overdose response, including the spread of blood-borne disease, violence, and exposure to unintentional overdose. When discussing drug use, participants' beliefs about the potential for personal danger from drug use artifacts (syringes and discarded drugs) and violence were identified as barriers to opioid overdose responses. Our findings provide valuable insights for tailoring OEND training for service industry workers to confront fears associated with opioid overdose response in their places of work to decrease mortality from the opioid epidemic. Harm reduction approaches need to be sensitive to the places in which overdose occurs and who the overdose responder is likely to be, which requires appropriately tailoring OEND training for service industry workers.

PENGARUH KOMPETENSI SDM TERHADAP KINERJA KARYAWAN PADA HOTEL KEMBANG BANDUNG

Globalization in today's modern society, competency-based human resources for competitiveness at the global level is very important. The development of the business world in the service sector is progressing quite rapidly, especially in the hotel industry. Hotel is one of the business sectors included in the Hospitality Service Industry category. Based on the results of observations at the Kembang Bandung Hotel, it was stated that the position of HR Competence was still at a moderate score and tended to be lacking. The position of HR competence is still at a moderate score and tends to lack core skills which are largely due to a lack of ability to operate a hotel system that is integrated in one software system. Based on this background, this study will discuss the influence of HR Competence on Employee Performance. The method used in this research is descriptive and verification method. The object of research is the competence and performance of employees at Hotel Kembang Bandung. The research instrument used in this study was a survey with a questionnaire with a sample of 30 respondents. Obtaining data through literature, documentation, and questionnaires with verification analysis. The results of the study stated that there was a strong relationship between competence and employee performance, and there was a positive influence between competence and employee performance at the Hotel Kembang Bandung.

서비스풍토가 종사원의 감정적 반응과 고객지향적행동 및 직무열의간의 관계 연구

Purpose – The service climate was used as a preceding variable, employee emotional response and customer-oriented behavior were parameters, and the relationship between job enthusiasm as an outcome variable was investigated. Design/Methodology/Approach – Theoretical research and empirical research were carried out simultaneously. Items were derived and hypotheses were established for empirical research through theoretical research. In order to verify the established hypotheses and research model, an empirical study was conducted targeting employees working in the hospitality industry. Findings – The relationship between service climate and emotional response showed insignificant results. A significant relationship formed between service climate and customer-oriented behavior. A significant relationship was formed in the relationship between emotional response and job enthusiasm. Finally, a significant relationship was formed between customer-oriented behavior and job enthusiasm. Research Implications – In the hospitality service industry, which is based on human resources, the role of employees is important because it goes beyond customer satisfaction and creates customer revisit intention. Changes in job performance, including changes in the roles and abilities of employees, must be made in the internal system and environmental characteristics of the company. It is judged that the high performance creation of employees and the corporate environment have a significant relationship with job enthusiasm, and furthermore, each individual has an influence on leading innovative behavior. Efforts were made to diversify response sources by measuring the hospitality service occupation group as a whole, not just hotel employees. Nevertheless, it is expected that the reliability of the analysis results can be further improved if continuous research is conducted by expanding the number of samples, and measuring independent and dependent variables in the future.

Employee Satisfaction, Talent Management Practices and Sustainable Competitive Advantage in the Northern Cyprus Hotel Industry

In this study, we have examined talent management practices’ impact on achieving sustainable competitive advantage in five-star hotels located in the TRNC (Turkish Republic of Northern Cyprus) as well as the mediating effect of employee satisfaction. After the questionnaire was tested for validity and reliability, we used bootstrapping, Mplus and SPSS to conduct an analysis using data from 368 employees from 14 five-star hotels located in North Cyprus. The study’s hypotheses were verified through SEM (structural equation modelling). Our results revealed that talent development practices had no effect on the hotels’ SCA, whereas talent practices (identify, engage, manage performance and retain) had a significant and beneficial influence on the hotels’ SCA. Although in most hotels, talent management practices are the responsibility of the human resource management. The measured constructs specifically were employee responses. The findings of this study provide benefits for numerous stakeholders, including hotel and hospitality service industries and the government. Results can be used as a guideline for building more appealing workplaces for employees and to inform the management on how to encourage employees to be committed to a sustainable service in the hotel business. To acquire a better grasp of the organisational limits of talent management policies, it is crucial to further examine the perspectives of employers who may include hotel owners or top managers. Furthermore, future research may expand the sample and include three- and four-star hotels as well.

Dealing with poor online ratings in the hospitality service industry: The mitigating power of corporate social responsibility activities

Hospitality service providers' reputation and sales can be strongly damaged by low ratings on platforms such as Tripadvisor, Booking, or Yelp. In this research, we investigate how the potential damaging effects of poor ratings of a hospitality service providers' can be mitigated by corporate social responsibility (CSR) activities. Building on the self-affirmation theory, we suggest and provide evidence for the notion that CSR (vs. non-CSR) cues affect more positively guests’ evaluation of a service provider when online ratings are low. When the ratings increase, CSR cues are not better than other cues to improve evaluations. Further, we detail the underlying mechanism whereby guests allocate more weight to CSR (vs. non-CSR) cues when they form an evaluation of a low-rated (vs. higher-rated) service provider, which increases the warm-glow feelings that they anticipate and, eventually, their evaluation. We test our model with two experiments on two different samples (US and European), involving different CSR cues (environmental and social) and different types of service provider (hotel and restaurant). We then discuss the theoretical and managerial implications of our research for hospitality professionals, as well as for policy makers.

Analysis of Commuting Distances of Low-Income Workers in Memphis Metropolitan Area, TN

The paper tests whether low-income workers suffer a greater commuting cost burden compared with a typical commuter within the context of decreasing economic opportunity. The paper adds to the spatial mismatch research by studying the metropolitan area in the U.S. South, which experienced “some of the largest decreases” in job proximity in 2012. Memphis, Tennessee, saw the disproportionately steep declines in the average employment opportunities within a typical commute distance experienced by low-income and minority residents. The paper first delineates low-income neighborhoods across the study area, then identifies commuting patterns within the three-state study area including the greater Memphis, and lastly, it compares average commute lengths by a typical and a low-income commuter, as well as the shares of resident workers with a long commute by earning category. The paper offers insight into the ways in which the changes in spatial location of employment and population within the metropolitan area may impact commuting distance for disadvantaged low-income travelers. We show low-income workers commute statistically significantly shorter distances to their places of work compared with a typical commuter. Our other results find that disadvantaged workers in Shelby County, TN, are disproportionately concentrated in lower-wage industries, such as hospitality and retail service industries, compared to overall workers. Finally, a significantly greater proportion of disadvantaged workers travel long distances of over 50 miles compared with higher-earning workers, indicating the disparity in commuting patterns between a typical resident and a low-income worker.

THE EFFECT OF HUMAN CAPITAL, ENTREPRENEURSHIP ORIENTATION AND MARKET ORIENTATION ON COMPETITIVE ADVANTAGE (CASE STUDY ON HOSPITALITY INDUSTRY IN CENTRAL JAVA)

This study aimed to determine the effect of human capital, entrepreneurial orientation and market orientation on competitive advantage in the hospitality or hotel service industry in Central Java. The method of data collection is done through a questionnaire. The population in this study are all lodging or hotel service business people in Central Java. there were 150 respondents involved in this study which resulted from random sampling. Data analysis was done by multiple regression. The results obtained in this study are human capital, entrepreneurial orientation and market orientation influence the competitive advantage in the hospitality or hotel service industry in Central Java. Keywords: Competitive advantage, human capital, entrepreneurial orientation, market orientation

지역관광종사자의 고객접촉 수준에 따른 관광지에 대한 공유된 믿음과 관광객과의 정서적 연대 관계의 차이 연구

Emotional understanding between tourists and local residents has been one of the new research approaches in community-based tourism. This study analyzed tourism employees’ emotional solidarity (ES) toward tourists, focusing on the hypothesized interaction effects of ES between tourism employees’ shared beliefs (SB) about the local tourism destination and the two different levels of interaction with tourists. Empirically significant differences were identified between tourism employees (the high customer contact group) who directly encountered tourists in Old Bagan (a cultural tourism destination famous for 2,300 Buddhist temples) in Myanmar and those (the low customer contact group) who worked in general hospitality service industries outside of the Old Bagan area. The high customer contact group exhibited higher sympathetic understanding and emotional closeness toward tourists, but the low customer contact group showed higher welcoming nature than the other group. This result implies that tourism employees who have direct contact with customers within cultural heritage sites tend to communicate their emotional intimacy with tourists. On the other hand, tourism employees engaged in low contact tend to appreciate tourists because of the economic benefits from having them in the area. Therefore, educational and consulting support are needed to guide employees to understand tourists sympathetically and build emotional closeness.

An investigation of hospitality industry students’ awareness and knowledge of aphasia

ABSTRACTBackground: Previous studies highlight a lack of awareness of aphasia among the general public. To date, no research has investigated awareness of aphasia among those working in the hospitality service industry. A lack of awareness of aphasia can exacerbate reduced participation in society for people with aphasia (PWA); as lack of awareness has been identified as a core barrier to participation by PWA themselves. Reduced social participation is a central theme which impacts on negative quality of life for PWA. Education on the nature and impact of aphasia has been identified as a precursor to facilitating participation for PWA. However, before education of aphasia can be provided, we must first ascertain the current level of awareness and knowledge of aphasia among this population working in the hospitality service industry.Aims: To investigate the awareness and level of knowledge of aphasia among hospitality industry students in Ireland and identify strategies to improve awareness.Methods & Procedures: The participants, recruited from four third-level institutions in Ireland, completed a validated survey which was adapted for use with the target population. Descriptive and inferential statistics were used to analyse responses. Open-ended questions were first analysed using content analysis, followed by descriptive statistical analysis.Outcomes & Results: One hundred and fifty-five hospitality industry students participated in this study. 9.68% of participants were aware of aphasia, whereas 3.23% of participants were found to have adequate knowledge of aphasia. Suggested strategies to improve awareness of aphasia were campaigning, education in college and advertising using print, broadcast, and social media.Conclusions: This study highlights a distinct lack of awareness and knowledge of aphasia among hospitality students. This can have a negative impact on PWA who have reported this as a barrier to their social participation. By raising awareness of aphasia among hospitality students, they will be better equipped to facilitate communication with PWA. This would break down the existing barrier to participation for PWA. All methods identified by participants can be used to raise awareness and, in particular, it is recommended that undergraduate education of aphasia be incorporated into the college curriculum at a policy level. As this is the first study of its kind on this population, further research in this area is warranted, particularly in the area of how best to raise awareness and knowledge of aphasia among this specific population.

A review of high performance work practices (HPWPs) literature and recommendations for future research in the hospitality industry

PurposeThe present research aims to examine the scholarly literature on high-performance work practices (HPWPs). Relevant comparisons were made between the hospitality industry, service industry and various other contextual environments in general business that might impact the choice and implementation of HPWPs, and a set of work practices was proposed for the hospitality industry.Design/methodology/approachA comprehensive review was conducted of scholarly literature related to HPWPs that was published in the past 25 years (1991-2015). A total of 89 scholarly articles were considered in this summary. Based on this review, HPWPs in the hospitality industry were compared and contrasted with other industry sectors.FindingsThere is little consensus among researchers concerning specific HPWPs that should be used by every company to improve their organizational- or individual-level performance. Thus, a specific set of 13 HPWPs that take into consideration the unique characteristics of the industry, based on a review of empirical research, was identified for the hospitality industry as a starting point for future research in the hospitality industry.Originality/valueFollowing a comparison of HPWPs in the hospitality, services literature and manufacturing-based industry context, the authors extend the body of knowledge and propose a set of HPWPs for future research in the hospitality industry. HPWPs can have positive impacts on both organizational- and individual-level performance. Thirteen specific hospitality HPWPs were identified that are most beneficial, and the circumstances under which they might yield optimal results enhance the scholar’s understanding of HPWPs and provide guidance to human resource professionals to make evidence-based decisions. A better understanding of HPWPs can assist human resource professionals in making policy decisions that optimize the use of human capital in their organizations.

Evaluating the Training, Responsibilities, and Practices of P&T Committee Members and Nonmember Contributors.

Pharmacy and therapeutics (P&T) committees are responsible for managing drug formularies in numerous health care settings. Although pharmacy practice and health care organizations provide general recommendations of responsibilities and skills for members and nonmember contributors of P&T committees, the study investigators hypothesized that there is diversity in the training, responsibilities, and practices of these members and contributors. To describe the training, responsibilities, and practices of members and nonmember contributors of P&T committees in a variety of health care settings, using an online survey. In December 2015, an online survey was delivered to clinicians who were considered likely to be involved in P&T committee service from hospitals ranked by U.S. News & World Report and a convenience sample of clinicians practicing in managed care settings. The survey instrument was designed to assess various domains and perceptions of P&T committee processes. Sixty-nine respondents representing various health care delivery settings in the United States were eligible for and completed the survey. The majority of the respondents were pharmacists (94.2%), and 72.5% of the respondents were P&T committee members. The remainder of the respondents were nonmember P&T committee contributors. Approximately 60% of the respondents had served in P&T committee roles for ≥ 10 years. Specialized postgraduate training incorporating literature evaluation and formulary management was possessed by 21.7% and 17.4% of the respondents, respectively; however, most of the respondents received on-the-job training. Approximately half of the respondents were responsible for preparation of P&T committee documents, and 58% reported that nonmember contributors typically write and prepare these documents. Skill in literature evaluation was the most important criterion in selecting authors of P&T committee documents, while 10.1% of the respondents indicated that their committees did not use any criteria for author selection. When authoring documents, primary literature was routinely consulted by 89.5% of the respondents. Most of the respondents (84.1%) used an organization-specific document template, while 5.8% of the respondents indicated that they prepared documents with no defined process. The most highly ranked factor that could have a perceived beneficial effect on P&T committee functions were guidelines on the authoring and reviewing of P&T committee documents. The survey of P&T committee members and nonmember contributors used in this study identified current training, responsibilities, and practices that can inform recommendations for standards in these domains. Findings suggest opportunities for improvement in achieving best practice recommendations to ensure evidence-based decision making by P&T committees. No outside funding supported this study. At the time of this study, Kelly was employed by Global Account Management Group (GAMG), which provides consulting services to the hospital and health services industry. As an employee of GAMG, Kelly has served on various advisory boards. All fees for consulting work were paid to GAMG and were primarily related to training or the federal market (e.g., Department of Defense or the Department of Veterans Affairs) and have no association with this study. Rodriguez and Moody report no conflicts of interest. All authors contributed to study concept and design. Rodriguez took the lead in data collection, assisted by the other authors. Data interpretation was performed by Rodriguez, along with Kelly and Moody. The manuscript was written and revised primarily by Rodriguez, along with the other authors.

Achieving service recovery through responding to negative online reviews

The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel management attempts to achieve service recovery with the moves of the genre. A total of three obligatory moves are identified: Acknowledging Problem, Expressing Feeling and Thanking Reviewer. The findings will have significant implications for the hospitality and wider service industry practitioners responsible for handling negative online reviews.

Economic production in hospitality and tourism industry

PurposeEconomic production analysis can provide critical perspectives on an industry’s performance. The purpose of this paper is to investigate the factor input intensity of hospitality and related industries, namely, accommodation, food service and amusement, gaming and recreation (AFAGR), compared to other service industries.Design/methodology/approachThis paper compared AFAGR with other industries categorized as services by the North American Industry Classification System (NAICS). The NAICS code of up to four digits was used to collect data (US Census Bureau).FindingsResults of this paper confirm extant literature that food service is more labor-intensive than other service industries; however, this was not true of accommodation and AGR industries. Similarly, while food service industry was relatively less intermediate input intensive than other service industries, accommodation and AGR were not. There were no significant differences between hospitality and other service industries (AFAGR) in their capital intensity. Another important finding was that while accommodation had constant results to scale, AGR had increasing returns to scale and food service industry was found to have decreasing returns to scale.Research limitations/implicationsThis investigation only looked at the four-digit NAICS-coded industries. International differences could also be investigated in the future.Practical implicationsBased on theoretical arguments, high labor intensity together with low intermediate input in food service industry suggests that efficiencies could be gained in these businesses. This may also be evident by the decreasing returns to scale that this paper found for the food service industry. These comparisons could guide additional research about the causes, consequences and potential sources of improvement of efficiency of economic productivity in AFAGR. Managers in AFAGR would find it valuable to understand how they might be able to enhance economic output, particularly in the context of the role of labor. Furthermore, any changes in one economic input would have implications on other inputs and possibly on productivity.Social implicationsAny future recalibration of input intensity in hospitality industries could have both social and economic consequence.Originality/valueThis paper enhances our understanding of how hospitality industries use economic factors of production. Labor in AFAGR is viewed as a given. This study suggests that food service industry may need to reevaluate its labor productivity, the way it is measured and how it might affect efficiencies. Such understanding could better inform the sources and causes of economic efficiencies in AFAGR industries. Until now, this understanding has mostly been based on relatively scarce comparative systematic analysis.

Factors Influencing the Success of Business Model in the Hospitality Service Industry

The paper presents factors, influencing the success of business models used in the hospitality industry. The methodology of the research are scientific literature analysis and synthesis. The main results of the research showed that the success of the business, acting in the hospitality, grounded on the customer value creation, innovations implemented in the processes of the service delivery, and relationships with other partners in the sector, as well as customer.

Green Growth and Sustainability: The Role of Tourism, Travel and Hospitality Service Industry in Korea

Purpose - The study investigates the influence of tourism and hospitality industry on economic growth and CO2 emissions. Research design, data, and...

Green Growth and Sustainability: The Role of Tourism, Travel and Hospitality Service Industry in Korea

Green Growth and Sustainability: The Role of Tourism, Travel and Hospitality Service Industry in Korea

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

The contemporary hospitality service industry is changing with the introduction of new self-service technologies (SSTs) and their rapid adoption by customers. Examples of SSTs include hotel reservation websites, self check-in kiosks and mobile telephone service applications. The introduction of these electronic channels for communication with customers offers further opportunities for customer relationship management if customers choose to interact with them. Therefore, the aim of this paper is to understand the customer decision-making processes and underlying motivations for SST usage in multi-channel hospitality service environments. The data collection method employed was short qualitative interviews with 133 passengers at the departure area of an international airport. The findings contribute to an understanding of how and why customers use SSTs, which is critical from an eCRM perspective, in that many sectors of the hospitality industry may encourage or indeed require customers to use SSTs. As a result, this element of chosen/forced usage may have a huge impact on the user-company relationship.

Decision-Making Tactics and Contextual Features: Strategic, Tactical and Operational Implications

ABSTRACT This exploratory study considers how managers in hospitality and related service industries make significant organizational decisions and how this process is impacted by contextual features. Using a qualitative research design, this study found direct and interacting relationships among several contextual features with decision-making tactics. Key contextual features include decision urgency, risk level, complexity, dynamism, level of decision maker, and internal or external support/opposition. Three primary decision-making process tactics were identified as analysis, judgment, and participative tactics. While this study pointed out many of the relationships among context and process, it also points to the concept that successful decision outcomes seem more likely to occur when multiple tactics are used in hospitality and other high-contact service business sectors.